Apple is apparently preparing to launch a new initiative called “The New Concierge” which will overhaul the company’s in-store repair service. The Genius Bar will no longer be using a walk-in appointment system and will instead use a homemade iPad app with a special algorithm that will allow Apple Store employees to type in what the customer’s issue is and find out approximately how long it will take to fix or if its even fixable at all.
Apple will soon make a significant change to retail store Genius Bar appointments to improve the customer experience, according to several sources briefed on the upcoming shift. During the week of March 9th, Apple’s United States stores will launch a new initiative called “The new Concierge” that replaces traditional walk-in Genius Bar appointments. Currently, a customer seeking Genius Bar assistance can walk into an Apple Retail Store, explain the issue to a check-in assistant, and get a specific time to return for an appointment. This new program, spearheaded by Retail Senior Vice President Angela Ahrendts, moves away from the classic appointment model. Instead, a customer describes the issue to an Apple Store employee, who inputs the issue into an updated iPad application. Using a special algorithm, the application provides the customer a wait time based on issue priorities. For example, a customer seeking an iPhone screen replacement will automatically be placed higher in the queue than a customer seeking help with a minor iCloud issue.
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